Help
Contact Us
| Contact us | |
| Enquire now | Use our online enquiry form |
| Email us (Member Contact Centre) | This e-mail address is being protected from spambots. You need JavaScript enabled to view it |
| Phone us |
1300 13 23 28 8am to 6pm (AEST) Monday to Friday (Phone Banking available 24 hours) |
| Phone us internationally | +61 2 9240 4122 |
| Fax us | (02) 9240 4120 |
| Head office |
Level 8, 1 York Street Sydney NSW 2000 |
| Write to us |
PO Box H151 Australia Square NSW 1215 |
| Visit us | Find your nearest branch |
| Report lost or stolen cards hotline |
1800 224 004 (Toll free National) + 61 2 9959 7686 (International) or call the VISA International Hotline specific to the country you are in. |
| Find your nearest ATM | rediATM Locator |
| Contact the Department of Veteran Affairs | For full contact details please visit the DVA website |
Feedback
Send us a Compliment
Happy with our service? Please give us your feedback - as we like to pass on member compliments to our staff.
Use our online general enquiry form to provide us with your feedback on the service received. We welcome your comments.
Suggestions for Improvement
We want to get it right - you can help us by providing your feedback. The ability to have 'your say' is an important part of the ADCU difference. We welcome your comments and suggestions.
Use our online general enquiry form to provide us with your suggestions. We appreciate you taking the time to assist us with our focus on continual improvement and quality member service.
Financial Hardship Assistance
We understand that some of our members may face financial difficulty due to a number of reasons, often beyond their control such as unemployment, reduced working hours, illness and relationship breakdown.
Whatever the case, we can offer financial hardship assistance to members facing these situations.So, if you are finding it hard to make repayments on your loans or credit card, we encourage you to contact as soon as possible on 1300 13 23 28.
Dispute Resolution
We understand that although we do our best to provide a high level of member service, you may at times feel that there are issues that have not been resolved to your satisfaction.
To ensure that you have the opportunity to make your complaints known, we have developed a Complaints and Dispute Resolution procedure.
How to notify us of your complaint
In most cases your complaint can be settled to your satisfaction by simply making us aware of it. You can do this by:
- discussing your complaint with our local branch staff
- contacting our Member Contact Centre on 1300 13 23 28
- sending an email to: This e-mail address is being protected from spambots. You need JavaScript enabled to view it
- faxing your complaint to (02) 9240 4120
If the staff member who receives your complaint is unable by reasons of authority or experience to handle the matter, they will refer your complaint to a more senior or experienced person who will contact you within twenty-four hours. In most cases your complaint will be handled to your satisfaction at this stage.
Dispute Investigation
If your complaint remains unresolved, you may refer it to the Dispute Resolution Manager at the following address:
Dispute Resolution Manager
ADCU
PO Box H151
Australia Square NSW 1215
You should be advised at the outcome within twenty-one working days.
External Dispute Resolution
If you are still not satisfied with the outcome of your dispute, you have access (free of charge) to the Financial Ombudsman Service Limited. Their contact details are as follows:
Financial Ombudsman Service Limited
(Mutuals Division)
GPO Box 3 Melbourne VIC 3001
Toll-free number: 1300 780 808
Fax: (03) 9613 6399
Email:
This e-mail address is being protected from spambots. You need JavaScript enabled to view it
Website: www.fos.org.au
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Australian Defence Credit Union Limited ABN 48 087 649 741 AFSL No. 237 988. Australian credit licence number 237 988.
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